Techical Support Lead

Silverbear Ltd.; Reading; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading technology company in Reading seeks a Technical Support Lead to oversee technical incidents and support processes for their cloud-native payments platform. You'll be responsible for triaging support tickets, analyzing logs, and improving incident management processes. This role offers the opportunity to work closely with Engineering and Operations to ensure platform stability and drive enhancements. Ideal candidates should have strong experience in technical support and incident management, especially within the payments sector.

Benefits

Competitive salary

Benefits package

Qualifications

• Strong experience in Technical Support or Incident Management.
• Background in payments (gateway, acquirer, card processing).
• Confident with API testing and log analysis.

Responsibilities

• Lead and manage technical incidents and escalations.
• Triage and prioritise support tickets with Dev/SRE/DevOps.
• Identify recurring issues and drive root-cause fixes.

Skills

Technical Support Experience

Incident Management

API Testing

Log Analysis

Strong Communication

Job description

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Technical Support Lead (Payments / API / Incident Management)

Location: Reading
Competitive salary + benefits

ClearAccept is expanding, and we’re hiring a Technical Support Lead to take ownership of technical incidents, escalations and support processes for our cloud-native payments platform used by 5,000+ merchants.

This is a high-impact role where you’ll work closely with Engineering, SRE, DevOps, Product and Operations to keep our platform stable and continuously improving as we scale.

What You’ll Be Doing

• Lead and manage technical incidents and escalations
• Triage and prioritise support tickets with Dev/SRE/DevOps
• Analyse API logs, JSON payloads and system behaviour
• Support merchant onboarding, transaction flows & payouts
• Build and improve incident processes, SLAs and playbooks
• Identify recurring issues and drive root-cause fixes

What You’ll Bring

• Strong experience in Technical Support or Incident Management
• Background in payments (gateway, acquirer, card processing)
• Solid understanding of authorisation, settlement & reconciliation
• Confident with API testing, log analysis and monitoring tools
• Analytical, calm under pressure and strong communicator

Why Join ClearAccept?

• Work on modern, cloud-native payments technology
• Ownership and autonomy in a core operational role
• Collaborate with talented engineers and product teams
• Opportunity to shape how we scale our support function

Ready to lead technical support for a fast-growing payments platform? Apply now and be part of our next stage of growth.